Retention Manager, Curlsmith

Retention Manager, Curlsmith – Sales for Beauty

Location:

Boston, MA – Hybrid (3 days onsite per week)
What you will be doing:

Creative & analytical with strong consumer insight and meticulous attention to detail as well as a test and mentality to learn, this role manages the key channels which communicate directly with Curlsmith’s consumers.

Acting as a strategic driver of engagement and retention, the role has a strong dotted-line relationship with Organic Social, another critical direct communication channel.

Focused on building 1st party data and audience engagement, drive frequency and value of repeat purchases.

Working closely with DTC eCommerce team, broader marketing team, product reviews and customer service to build customer LTV.

Own the customer retention strategy, leading on the reporting and optimization of relevant KPIs to drive customer lifetime value and reduce churn.

Build a thorough understanding of our customer base that enables improved segmentation, audience targeting and personalization across all available channels.

Own the delivery of a testing and optimization roadmap working with stakeholders and external agency resources to continuously improve our customer touchpoints.

Partner with Marketing, Customer Service, Sales and Product teams to communicate, scale, and make the most of automation opportunities, ensuring winning strategies are efficiently deployed and maintained.

Agency management – maximize ROI from investments in tools and services through effective agency management and performance oversight.

We already have a loyalty program and subscription scheme in place, and you will play a role in reviewing and optimizing it to maximize engagement and retention.

Develop and manage our email campaigns and automations overseeing all campaign development and content.

Work with internal and external creative resources.

We have limited copywriting capabilities so strong written communication skills are required.

Working with the DTC team, ensure we meet commercial and engagement objectives from this key sales-driving channel.

Create and implement annual strategies to accelerate growth and exceed goals for loyalty and subscription base targets.

Going forward you will utilize loyalty data to drive ’s point‑of‑differentiation to build CR and LTV.

Enhance and optimize the performance of our existing subscription program to maximize commercial outcomes and customer retention.

Measuring & reporting channel performance metrics, list growth, and customer cohort performance.

Manage channel performance forecasts and weekly/monthly KPIs.

Working with the Customer Service team, monitoring consumer feedback (NPS) and fulfilment reporting to ensure best‑in‑class consumer experience.

Working in close partnership with other roles and team members across the Prestige Beauty portfolio.

Provide expertise to influence overarching marketing strategies that will align with shared DTC goals.

Provides indirect leadership to Digital Experience team members regarding best‑in‑class ecommerce consumer experience.

Exhibit and foster best practices regarding effective time use/meeting, communication, and cross‑functional teamwork.

Strong analytical mindset with expertise in CRM, customer retention, lifecycle marketing, customer cohort analysis, and LTV forecasting.

Proficiency in customer segmentation, RFM modeling, personalization strategies, and retention‑focused marketing programs.

Ability to develop and…